Position: Inclusion Lead (Grade 9) – Interim
Location: The Crescent, Taunton, Somerset, TA1 4DY
Start Date: ASAP (target start date: 31 August 2026)
Contract Duration: 18 weeks
Working Hours: 37 hours per week; work pattern to be agreed with the successful candidate
Pay Rate: PAYE: £269.23 per day
Role Overview
We are seeking an experienced and capable Inclusion Lead to manage and coordinate Stage 1 SEND complaints from receipt through to resolution.
This role focuses on complaint investigation, evidence review, stakeholder communication, and timely resolution, ensuring that concerns relating to SEND services are handled fairly, professionally, and in accordance with statutory requirements and local authority procedures.
You will play a key role in identifying themes, trends and learning from complaints, working collaboratively with internal services and partner agencies to resolve concerns and contribute to continuous improvement in SEND services and outcomes for children and young people.
Key Responsibilities
- Manage and coordinate Stage 1 SEND complaints, from receipt through to resolution
- Acknowledge, investigate and respond to complaints within agreed timescales
- Review relevant records, evidence and information to support thorough and impartial investigations
- Communicate clearly and professionally with parents, carers, schools and other professionals
- Prepare accurate, fair and well-structured complaint responses
- Work collaboratively with internal services and partner agencies to resolve concerns at the earliest opportunity
- Identify key issues, themes, trends and lessons learned arising from complaints
- Maintain accurate complaint records and monitoring information
- Recommend service improvements and contribute to action planning based on complaint outcomes
- Support compliance with SEND legislation, statutory guidance and local authority procedures
- Escalate complex or high-risk matters to the Senior Inclusion Lead where appropriate
- Attend relevant meetings and contribute to a culture of openness, learning and continuous improvement
Essential Skills & Requirements
- Strong knowledge of SEND legislation, guidance and processes
- Experience investigating complaints or resolving complex concerns
- Excellent written and verbal communication skills
- Strong analytical, investigative and problem-solving abilities
- Ability to manage competing priorities and meet deadlines
- Commitment to improving outcomes and experiences for children and young people with SEND
- Experience working within a local authority, education or SEND service is desirable
- Knowledge of statutory complaints and dispute resolution procedures is desirable
- Experience working with families, schools and multi-agency partners is desirable
- Eligible to work in the UK
- Enhanced DBS clearance
- Valid driving insurance covering commercial and business use
- Criminal Convictions Declaration
- Confidentiality Agreement
- Up-to-date CV
Job Reference: OR111797
Job Types: Full-time, Fixed term contract
Pay: £269.23 per day
Application question(s):
- Are you able to sign a confidentiality agreement? (Mandatory)
- The role is based at The Crescent, Taunton, Somerset, TA1 4DY, with a target start date of 31 August 2026. Are you available to start around this date?
Experience:
- SEND legislation: 1 year (required)
- investigating complaints: 1 year (required)
- case records, evidence and supporting documentation: 1 year (required)
Licence/Certification:
- Enhanced DBS (required)
- driving insurance covering commercial and business use (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
